Have a question?

Contact us at
info@gillhayhoe.com or check
out these frequently asked questions.

CUSTOMER CARE 
TERMS & CONDITIONS AND FAQS  

ORDERS

1a) How do I place an order?
On the individual product pages, you may look through all the different choices available in the item you like. You can then choose the article you want, and ADD TO BASKET. You can now continue shopping, VIEW BASKET, or CHECKOUT.

At the VIEW BASKET point you can calculate and view what your real-time shipping cost will be, by inserting your Country, Province, City, and Post Code.

At this point you can either Continue Shopping, or Proceed to final checkout; where you will insert  your full address and all details required, make payment, and complete your order.

All orders include insurance for shipping, which covers the cost of your purchase. “Gill Hayhoe Brand” has done this for you, in these turbulent times on our planet, so that you have peace of mind in the event that anything should happen to your parcel.

Please note: Different devices can portray colours slightly differently, which means the colours of articles can vary depending on the device/computer customers are using to view the website. We have done our utmost to photograph items as close to real life as possible; however: lighting, crystal stones catching light in different ways and at different angles, and devices, can alter colours slightly.

1b) How do I Make Payment?
We use Payfast for our online sales. A reputable and secure payment processor, for all transactions. If you would prefer to make an EFT payment, please contact us directly and we will assist.

1c) How is my credit card information saved?
Your credit card Information is not saved on our website. All payments go safely through the Payfast system.

1d) How fast will my order be processed?
For South African orders:

From the time you place and pay for your order, it will take approximately 4-5 business days for you to receive your parcel. Remote or very Outlying areas in South Africa, can take an extra day to be reached by our courier, DHL.
For International orders:
From the time you place and pay for your order, it will take approximately 6-8 business days for you to receive your parcel.

All our customers please note: Business days are Mondays through Fridays, excluding holidays. Please note we do not process or ship orders on Saturdays & Sundays, or any South African public holidays. Orders placed on holidays or weekends will be processed the following day.

Delivery is dependent on DHL, and delivery time on the day of delivery is not fixed.

However, most South African deliveries take place in the morning.

International orders are subject to Customs Clearance, which may cause delays beyond provided delivery estimates.

Please make sure that on the day of delivery there is someone to sign for the parcel, otherwise delivery will not take place.

1e) Can I cancel or modify my order?
We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.

1f) How is my order packaged?
The “Gill Hayhoe Brand” is paranoid about quality, and the safe arrival of your parcel to your hands. We package your earrings in hand stitched satin pouches, which are then put into custom made gift boxes. The gift boxes are sturdy and of beautiful quality. The boxes are gift wrapped and secured well in cushioned wrapping. They are shipped in padded DHL envelopes, which are then put into DHL “flyers”( very strong & dense recyclable plastic bags). We are confident that our parcels are well wrapped, and will be safe in transit.

However, our customers can rest easy knowing that all their parcels are fully covered with DHL insurance. This means that if something happens in transit, the cost of your purchase is covered. We offer this to you, our customer, because we want you to feel safe, looked after, and happy with your purchase.

Please recycle all your packaging. We are pro sustainability at “Gill Hayhoe”.

1g) What do I do if I don’t like an item when it arrives?
Notify us within 24 hours of receipt of your item, if you are not happy with it.

PLEASE NOTE any notifications outside of 24 hours will not be entertained due to the delicate nature of jewellery & all our items.

Thereafter you have 7 days to return it to us, at your cost. We will only accept items that have not been worn, used, damaged, or altered in any way. Items must also be returned in their original packaging. Once we have received the item we will assess, and if the item is in perfect order, we will then pass you a credit.

1h) What if I receive my order and an item is damaged?
Please notify us IMMEDIATELY if anything is damaged on receipt.

Email us pictures and a brief description of the damage, and all your order information.

All parcels are insured and therefore covered for any loss or damage. We will notify our team at DHL and take next steps.

JEWELLERY DETAILS

2a) Where is the jewellery made?
Some parts of the “Gill Hayhoe Brand” jewellery are handcrafted in Florence ITALY, & some of the production work is done in Nottingham Road, South Africa.

The work done in Italy, is done by Specialised Italian artisans with years of experience in this industry. The same artisans that produce for international brands worldwide.

The “Gill Hayhoe Brand” is unique, custom made & exclusive to “GILL HAYHOE”. All designs are hand drawn by Gill herself, and then produced to specification.

Metal parts are hand soldered, and electromagnetically plated in factories in Florence. Plexi parts are also custom made and manufactured in specialised factories in Florence. Stone setting is hand done, by Gill Hayhoe herself.

All elements of the production process are time-consuming, labour intensive, and have to be done with skill and great care by people that are trained in this work. We pride ourselves on producing perfectionism and world class quality, and items that last a lifetime. Due to the handcrafted nature of these special wearable “art” pieces, tiny differences are normal, and are not defects.

2b) What kind of metal is your jewellery made from?
You will see on the shopping page the individual product descriptions of each earring, and the metal composition. It is IMPORTANT to be aware, that we use different metal finishes, and it is the customers responsibility to take careful note of them, in case of any allergies. If you have any questions or concerns regarding metal, please don’t hesitate to contact us via phone or email. We will not be held responsible for any allergic reactions to metal parts. And we will not accept any returns based on allergy. Once an item has been worn, it is no longer returnable.

When you receive your purchase, you will also receive a small note card stating composition details of your item.

2c) What stones feature in your jewellery pieces?
We use predominantly, the very Elite and Original, Swarovski Crystal Stones. In some cases we also feature crystal pieces from a high quality Florentine brand, Cabouchon Glass, and First Grade Preciosa Stones. We are paranoid about our products and quality control. That means, using only the most beautiful, most brilliant, best quality, crystal stones in the world. The stones we use are expensive because they are the best, and they are original. We DO NOT under any conditions, support or use, cheap copies of world class stones.

2d) What is Plexi?
Plexi is the material we use to make our large statement earrings, and some of our necklaces.  It is a plastic product of great beauty, variation, and durability. Plexi must NOT UNDER ANY CIRCUMSTANCES BE SPRAYED WITH PERFUME or cleaned with any alcohol based solution, because alcohol stains and damages the material. Please take note of all cleaning and care instructions that you receive with your purchase. We will not be held responsible for misuse and negligent care of your delicate jewellery items.

When you receive your purchase, you will also receive a small note card stating composition details of your item.

2e) How will I know what size the earrings are, and the weight?
On the individual product page for each earring, there is a brief description and drop down list, which appears on the right hand side of the photo, as you click on each earring. Please read and take note of earring details, as they are important. Sizes, weight description, metal composition and various other important details, are stated there. “Gill Hayhoe Brand” cannot be held responsible for customers purchasing items that are not suitable for them, based on facts that are stated clearly on the website.

2f) How do I care for and clean my jewellery?

  • Jewellery items are handmade & delicate, and must be kept in their pouch & box when not being worn, or when travelling.
  • Items must not be worn when swimming, showering or bathing. NOTE; Customers do so at their own risk. If an item is damaged from abuse “Gill Hayhoe Brand” will not be held responsible.
  • Some plexi parts, not all, can be cleaned & shined with a microfiber cloth & Wood Cleaner Spray (e.g.: Mr Min Spray in South Africa. Check for similar products if you are abroad). Please check when you receive your purchase if this clause applies to your article or not.
  • ALL Plexi must NOT UNDER ANY CIRCUMSTANCES BE SPRAYED WITH PERFUME or cleaned with any alcohol based solution, because alcohol stains and damages the material.
  • Entire Earrings, including metal & stones and all plexi, can be cleaned when necessary, under luke warm water & dried gently with a microfiber cloth.
  • No detergents, soaps, or abrasive cloths, to be used when cleaning.
  • Please be careful with makeup and the Velvet Plexi Earrings. It is possible to run them under luke warm water if they get a bit dirty from makeup, but it is better to take care not to get too much makeup on them.

When you receive your purchases, you will also receive instructions inside your box, on how to clean and care for your jewellery. Please take careful note of those care and cleaning instructions. “Gill Hayhoe Brand” will be not be held responsible for misuse and negligent care of your delicate jewellery items.

LEATHER BELTS

3a) What are the details of your belts?
The “Gill Hayhoe Brand” belts are limited edition, and were produced in Florence, Italy. They are all branded in Silver leaf with the “GILL HAYHOE made in Italy” brand. They are 100% leather, with Silver-toned magnetic hardware clasps. The Leopard-print-Leather-parts on the belts are different on every belt, making each belt unique, and one of a kind. This is due to the fact that the leather is printed skin that is printed as a whole piece, and then cut to pattern. The belts are made by hand and stitched by hand, and are made with great love and care. Any slight differences or changes in colour on leather are normal, and are not defects. As leather is a natural product, slight flecks and changes are normal. Please take care of your custom made belt by not getting it wet, and having it professionally cleaned if necessary. You may spot clean with a damp cloth if need be, but do not submerge the item in water or leave in places where it can get damaged. It is imperative that customers understand, that over time and use, leather can change in various unforeseeable and different ways; it is the nature of a natural material. This is part of its beauty and charm. “Gill Hayhoe Brand” is not responsible for changes that take place over time to natural materials.

SHIPPING

4a) What shipping options do you have?
We provide real-time shipping rates via DHL for all our orders, local and international. Orders are shipped from the Gill Hayhoe Studio, in Nottingham Road, Kwazulu-Natal Midlands, South Africa.

For all orders within South Africa; delivery is approximately 4-5 business days from the time your order is placed.

For International orders; delivery is approximately 6-8 business days, depending on destination country and customs clearance.

All our customers please note: Business days are Mondays through Fridays, excluding holidays. Please note we do not process or ship orders on Saturdays & Sundays, or any South African public holidays. Orders placed on holidays or weekends will be processed the following day.

Delivery is dependent on DHL, and delivery time on the day of delivery is not fixed.

However, most South African deliveries take place in the morning.

International orders are subject to Customs Clearance, which may cause delays beyond provided delivery estimates.

Please make sure that on the day of delivery there is someone to sign for the parcel, otherwise delivery will not take place.

4b) Is it possible to insure my parcel incase something happens to it in transit?
All our parcels include insurance. So our customers do not have to worry. Insurance covers you in the event that something happens to your precious items in transit. We have the utmost confidence in our carrier, DHL, but we include insurance just to be 100% safe, and give our customers that little extra peace of mind while moving their goods.

4c) What countries do you deliver to?
We use DHL as our partner for courier. They ship worldwide. Customers will be able to choose their country of delivery at checkout. If your country does not appear on the drop down list at checkout then it means we cannot reach you.

4d) How do I know what the duties and taxes are for international shipments?
Shipping charges within our control are calculated on checkout to your destination of choice – Please note that they do not include Vat and Duties, as this may be subject to change in the country of receipt of the goods. Please check with your local government agency if Vat and Duties will apply to your parcel.

 Certain countries charge custom duties and taxes upon entrance into the country. Those of which you will be notified about, and responsible for paying to the carrier, upon arrival of your package.

4e) Do you deliver to P.O. Boxes?
We do not ship to P.O. Boxes, as DHL does not offer this service.

Please provide us with a full & exact street address, including an accurate postal code. We cannot be held responsible for deliveries made to incorrect addresses, or deliveries gone wrong due to incorrect addresses.

RETURNS

5a) What is your return policy?
Notify us within 24 hours of receipt of your item, if you are not happy with it.

PLEASE NOTE any notifications outside of 24 hours will not be entertained due to the delicate nature of jewellery & all our items.

Thereafter you have 7 days to return it to us, at your cost. We will only accept items that have not been worn, used, damaged, or altered in any way. Items must also be returned in their original packaging. Once we have received the item we will assess it, and if the item is in perfect order, we will then pass you a credit.

5b) How do I make a return?
Please note the Return Policy above. Thereafter, to begin the return process, contact us. All return costs are to be paid by customers.

BREAKAGES

6a) What if I receive my order and an item is damaged?
Please notify us IMMEDIATELY if anything is damaged on receipt.

Email us pictures and a brief description of the damage, and all your order information.

All parcels are insured and therefore covered for any loss or damage. We will notify our team at DHL and take next steps.

6b) What if something happens to my jewellery, after a period of time – like breakage or damage of some kind?

We instruct all our customers to take care of their purchases by following all cleaning and care instructions, and also keeping items in pouches & boxes when not being worn, or when travelling. It’s important not to swim, shower, or bathe in any of our items. When not being worn they must not be left in places where they can get damaged, squashed, heated, or compromised in any way. If an item breaks after time in use, you may contact us, we will try and help. Email us pictures and a brief description of the damage, and all your order information. Gill Hayhoe Team will assess and advise next steps. We may ask to see the product in person before making a decision. Please note however, that due to the fact that parts of these items are produced in Italy, and if repair is possible and is a soldering or plating issue, the items will have to be returned to the factory for repair. This fetches both considerable cost and also an undefined waiting period, for the customer. In addition: Although great care is always taken of our customers & products, we will not be held responsible for items that go missing during the repair process, request for repair is done at the customers own risk.

We advise all our customers to take care of their purchases with the great love in which they were made for you to prevent damage and breakages.

COPYRIGHTS & COPYING

“Gill Hayhoe”,The Brand, is a trademark.

And all designs are Copyright Protected. No parts of our designs or photos can be used or copied.

All our designs are bespoke and custom made; Unique and exclusive to “Gill Hayhoe” collection. What you see on this website, is designed and produced exclusively by, and for, GILL HAYHOE.  If you see our designs anywhere else, they are copies of our work; and are not originals.

Some of our designs are printed with the “GILL HAYHOE florence Italy” or “GILL HAYHOE made in Italy” brand. Our designs are only available for sale through us at this time. Please be aware of copies, and that you are not supporting or buying from, suppliers that are copying our original designs.

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